Customer Care Executive

Job Description

Responsibilities:

• Participate in User Acceptance Testing (UAT) before product launch to ensure the product runs smoothly in the local environment (local devices, networks, payment channels, language)
• Follow up on localization-related product adjustments (e.g. Bahasa Melayu copy, local payment channels, local compliance disclosures); coordinate HQ and local resources to drive implementation
• Team Leadership & Quality Assurance: Oversee the daily operations of the customer support team, monitoring call logs, chats, and emails to ensure the highest standard of service delivery.
• Escalation Management: Act as the highest point of escalation for complex, sensitive, or high-risk customer complaints (including payment, system, or account disputes), ensuring timely and professional resolution.
• Regulatory Compliance: Ensure all customer interactions and dispute resolutions align strictly with Bank Negara Malaysia (BNM) Consumer Protection Guidelines and Shariah-compliant ethical practices.
• Process Optimization: Analyze recurring customer pain points and system bugs, collaborating with the Product and Tech teams to optimize the user journey of the Jomdana app.
• KPI & Performance Tracking: Establish, track, and report on key customer service metrics, including First Response Time (FRT), Customer Satisfaction Score (CSAT), and Resolution Rate.
• Training & Onboarding: Design training materials and conduct regular coaching for team members regarding product updates, financial security awareness, and professional phone/written etiquette.

Requirements

• Operations or customer service experience with credit products (cash loans, BNPL, etc.)
• Strong execution, attention to detail, and the ability to independently drive local initiatives to completion
• Familiar with the Malaysian local market and user habits; knowledge of the local lending / fintech environment is a plus
• Excellent communication and cross-team collaboration skills; comfortable with high-frequency collaboration with a remote HQ team

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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